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Adeshina Sherif

@adeshinasherif

Customer Experience Specialist at Mano, Africa improving retention by 15% through personalized engagement and follow-up strategies.

Nigeria

Message

At Mano, Africa, I support grocery order fulfilment, payments, app functionality, and logistics. I handle customer interactions across chat, email, and phone, and achieve 95% issue resolution within 24 hours.

I improved customer retention by 15% through personalized engagement and follow-ups. I also flag payment issues and share recurring customer friction points with leadership.

At iROKOtv, I supported subscriptions, onboarding, and video playback issues while maintaining a 95%+ CSAT rating. I also authored FAQs and reply templates, and my earlier roles included customer service, telesales, and first-line technical support.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Specialist

Current

Mano Africa

Dec 2023 - Present (2 years 10 months)

Serve as a frontline and operational CX stakeholder supporting grocery order fulfilment, payment systems, app functionality, and logistics coordination. Manage 70+ daily customer interactions, achieve 95% issue resolution within 24 hours, and improved customer retention by 15%.

Zendesk Salesforce Intercom Freshdesk Customer Retention Payment Issue Resolution Logistics Coordination Multichannel Support SLA Management Escalation Management

Customer Support Representative

iROKOtv

Jul 2022 - Sep 2023 (1 year 2 months)

Handled subscription support, user onboarding, and video playback concerns via chat and email for a leading African streaming platform. Maintained 95%+ CSAT rating through structured troubleshooting and empathetic communication.

Zendesk Salesforce Intercom Freshdesk Customer Support Troubleshooting FAQ Writing CSAT Churn Reduction

Customer Service & Telesales Representative

Jumia

Feb 2022 - Jun 2022 (4 months)

Provided customer care and logistics-related support via chat and phone for Nigeria's top e-commerce platform. Handled inquiries related to product delivery, complaints, and upselling relevant products and services.

Customer Service Telesales Upselling Logistics Coordination Complaint Resolution E Payment Support

Technical Support Agent

Outcess Solution

Oct 2021 - Jan 2022 (3 months)

Offered first-line customer service for DStv subscribers, resolving account, decoder, and payment concerns over calls and live chat. Assisted with subscription upgrades, renewals, and package recommendations.

Technical Support Troubleshooting Live Chat Call Support Account Management Escalation Handling